Answers for Oracle Responsys

This Answers integration lets you use conversational features directly in the Oracle Responsys environment. The goal is to integrate Infobip Answers with Oracle Responsys to enable two-way chatbot messaging between clients and customers. This integration allows automated, interactive communication, enhancing customer engagement and support through responsive chatbot interactions.

To use this integration, initially, you need to set up the Oracle Responsys messaging application without the Answers feature. For more information, see Oracle Responsys messaging.

Once you have defined the outbound customer engagement using a WhatsApp or Viber message, follow the instructions below to configure the Answers chatbot for the specified program.

What you will need

• Infobip account used to set up Oracle Responsys messaging
• Answers enabled in your Infobip account

See Create an Account for more information on Infobip accounts.

To use the Answers integration, ensure that you have set the following API keys scopes. Note that some of these scopes are already set when you initially installed and configured the Oracle Responsys messaging app.

Platform API scopes

account-management:manage
numbers:manage
application-entity:manage
subscriptions:manage

Channel API scopes

Add the scopes for the channels you need.

whatsapp:logs:read
whatsapp:manage
whatsapp:message:send
viber-bm:logs:read
viber-bm:manage
viber-bm:message:send

Customer Engagement API scopes

conversations:manage

Configure chatbot in App Configuration

To start setting up the integration:

1. Right-click the Apps element, and click Configure app.
2. Select the Enable Answers option during the app configuration.
3. Select the Chatbot validity period for the duration in minutes that the chatbot is active. Use the slide scale to change the number of minutes.

These settings determine whether to proceed with importing the chatbot transcripts to the Oracle endpoint. Note that as currently there no is such API endpoint for deactivation of chatbot, this parameter is a temporary workaround solution.

Using the Import data and Notify completion Responsys endpoints, a notification to indicate the completion of the Responsys service action is triggered when the chatbot validity period and delivery report timeout have expired.

Chatbot setup

This section describes how to set up the chatbot using an importable chatbot boilerplate file (attach?), including all the necessary chatbot blocks.

For general documentation about Answers, see the Answers documentation.

The following chatbot blocks are required for the chatbot setup:

• Code block
• Session expire dialog
• End flow dialog

Code block

The Coding element provides the flexibility for designing a dialog and the available attribute values. In this case, this code block must be called at the end of the flow and its purpose is to parse callbackData (metadata from Responsys campaign message) to get the ID of the Responsys action service application.

Session expire dialog

Use this dialog when you want the chatbot to notify end users that their session is finished. In this case, when an end user does not respond for a specified time or message does not get delivered the chatbot redirects the flow to the Session expire dialog. This dialog provides the fallback Call API block to send all successful messages back to Oracle Responsys. Configure the session expiration time by selecting the chatbot Settings tab (default time is 5 minutes).

End flow dialog

This dialog is a wrapper around Call API block to more easily manipulate and call import message towards Oracle Responsys at the end of the flow.

Trigger chatbot flow

To start a successful chatbot flow:

1. Configure the Infobip Responsys application.
2. Create a program and include a messaging action service:
   • Configure a WhatsApp template message.
   • Configure a chatbot with the same number that is used for sending messages.
3. Reply to the WhatsApp template message.
4. Finish the chatbot flow.